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Carlos Encalada

@carlosencalada

Message

I’m a Full Stack engineer using Node.js, React, and AI automation for SaaS.

Panama

Message

What I'm looking for

I’m looking for a remote role where I build Node.js/React backend systems plus AI automation for SaaS support-to-product workflows—improving debugging speed, case triage quality, and collaborating closely with engineering in L2/L3 environments.

I’m a Backend and Full Stack Engineer with 7+ years of experience spanning SaaS support engineering, backend architecture, API integrations, internal tooling, and AI-powered automation. I’m strong in Node.js, Express.js, React, AWS Lambda, and REST APIs, with a focus on authentication systems, distributed troubleshooting, and turning complex L2/L3 escalations into clear technical outcomes.

In my recent role as an L3 Support Engineer / Developer, I built automation workflows for enterprise SaaS support using Node.js, Axios, AWS Lambda, and OpenAI APIs. I created AI-powered diagnostic and file analysis modules with LangChain, vector search, AWS OpenSearch, embeddings, and automated summarization—then integrated GPT workflows with Kayako APIs to speed up case triage, ticket analysis, and support resolution. I also enhanced internal documentation and knowledge retrieval pipelines through vector indexing and AI-assisted search, and consistently translated recurring escalations into automation opportunities, bug reports, internal tooling, and process improvements.

Experience

Work history, roles, and key accomplishments

L3 Support Engineer

Trilogy

Dec 2022 - Apr 2026 (3 years 4 months)

Developed automation workflows for enterprise SaaS support and integrated OpenAI GPT diagnostics with Kayako to improve case triage and ticket analysis. Built AI-powered file/diagnostic analysis modules using LangChain, embeddings, and AWS OpenSearch, and supported complex L3 escalations while converting recurring issues into tooling and process improvements.

AWS Lambda OpenAI API Lang Chain OpenSearch Vector Search Embeddings Kayako API Integration Workflows

L2 Support Engineer

Trilogy

Oct 2020 - Dec 2022 (2 years 2 months)

Provided Tier-2 technical support for distributed SaaS systems by investigating issues, reproducing bugs, and analyzing error patterns to align expected behavior with customers. Created scripts to detect recurring error patterns and documented repeatable troubleshooting workflows to speed up case handling and escalation readiness.

Tier 2 Support Distributed Systems Troubleshooting Error Patterns Escalations Scripting Troubleshooting

Support Engineer / Developer

Ringba

Oct 2019 - Sep 2020 (11 months)

Developed and maintained scripts and third-party API integrations for a SaaS call-tracking and analytics platform, supporting customer-facing configuration, reporting, tracking, and integration issues. Built Postman collections and troubleshooting tools to standardize API investigations and improve support turnaround time.

Third Party Integrations Postman Reporting API Tooling

Database Developer

GlaxoSmithKline Pharma GmbH

Mar 2018 - Sep 2018 (6 months)

Designed and built an internal SQL Server tracking system supported by Power Automate to manage information across organizational levels. Implemented database-backed workflows to improve visibility, reporting, and process control.

SQL Server Power Automate Database Backed Workflows Reporting Data Visibility Process Automation

Level 1 Support Agent

Inova Solutions N.V.

Mar 2016 - Sep 2016 (6 months)

Provided Level 1 technical support and created C# scripts to collect remote host information for Software Asset Management compliance requirements. Supported troubleshooting and data collection processes to meet compliance needs.

C Remote Host Inventory Software Asset Management (SAM)Compliance Support Troubleshooting